Vol. XXXXII

Dear Managers,

Only on rare occasions do individuals readily accept change. It is human nature to appreciate the status quo, though in many cases the status quo could actually be improved upon. Change is considered the enemy by most individuals, including managers, sales staff and their customers.

In the “new world economy” that we hear about on a daily basis, change becomes a way of life as we now embrace the twenty-first century. Change has become a necessity in order to compete, survive and flourish. Some are on the cutting edge of new technologies and the anticipated wave of change in the marketplace. These individuals will be in the forefront with a subtle smile of satisfaction. Others will absolutely be six feet under (the ultimate change!) before considering a new perspective of doing business. As managers we must embrace change enthusiastically. To do so, we must all have a greater understanding and acceptance of the dynamics of change.

Why, in so many aspects of life, do individuals maintain an aversion to change? The best explanation is that we are each manipulated by our own comfort zones. We have grown up to fear the actual or perceived risk in change. We have been taught that change is hard. The unknown strikes terror into the hearts of many.

At a very young age, confidence was developed through consistency, routine, and familiar surroundings. If these aspects of life are what felt good as a child, they must also feel good today. Understanding their roots will assist us in looking at their dynamics objectively as an adult.

We all know individuals who have held the same job since graduating from high school or college. Many of these same people would admit to having devoted their entire working career to a position defined by nothing more than chance. Why? Over the years, adult responsibilities make it seemingly impossible to justify change. At least the status quo pays the bills. Those who cannot embrace change are destined to their own fate, and that’s all that needs to be said!

Those who have consistently endured change have, in retrospect, gained confidence in the process, and faith in their ability to land on their feet. Change can indeed become a blessing in disguise. It all comes down to the uncertainty that most feel in the process. More often than not, personal victory comes through accepting change … head on.

CORPORATE TRANSITION

For example, the change in ownership of a company can create sheer panic and a worst-case mentality from management and staff alike. Regardless of their current circumstances (good or bad), the overwhelming conclusion is that the future is in jeopardy. Some mistakes will inevitably be made. I have personally found, however, that in most cases the new ownership has brought heightened enthusiasm, innovation, and a much stronger sense of opportunity. There were reasons why the previous owner chose this option. New ownership can bring renewed vitality to an organization.

The only individuals who should feel insecure in their positions are those who are incompetent, and I support their insecurity! Competent individuals will rise to the top, retain their positions or secure greater and unforeseen opportunities elsewhere. There are always multiple options for the blue chip staff member! Those who are able to accept the adventure of change will see unlimited possibilities for their life and career.

VIRTUAL REALITY IN SALES

As salespeople, we must realize that the individuals we sell to are often the least accepting of change. Even the professional buyer may be caught acting like a child. It is critical in the training of new sales staff for managers to address this issue up front. Whenever there is change, many customers will immediately form the following conclusions:

• The new sales associate will lack adequate knowledge
• I will not like this individual as well as their predecessor
• I will be expected to purchase products I don’t want
• The new individual will not be as reliable
• I will be greatly inconvenienced by this transition
• My service and product needs will be adversely impacted

Obviously, these conclusions are not a reflection of reality, or a personal statement about the new salesperson. How can they possibly be, as no relationship has yet been established? This is the “worst case” mentality associated with change. By realizing this, salespeople can begin to develop effective strategies to disarm the inherent opposition. To ease the anxieties of change, we must candidly address the customers’ concerns face-to-face. When contacted by phone (by the dreaded “new” salesperson), many customers will suggest a follow-up call … in perhaps six to twelve months! This simply won’t do.

Relationships can only be developed out of mutual need. Customers may be forced to adapt, or choose other less threatening options. As salespeople, the majority of these concerns can be addressed in a brief personal meeting. Express an understanding of the dynamics of change and a wish to live up to – and improve upon – past relationships. Suggest an openness to feedback, and the hope for their assistance in the transition.

This one-on-one commitment to mutual success is absolutely fundamental to maintaining good will and developing the future opportunities needed for growth. Begin with the key relationships in your territories. Be relentless, and at the same time subtle, in counteracting their anxieties.

AS SEASONS CHANGE

It is now time to accept, encourage and search out new opportunities available through change. Similar to the seasons of the year, change brings renewal. Change challenges us to excel. All previous comfort zones evaporate. It has the potential to bring out the best in all of us. We all want to improve upon our previous best experience!

When change is thrust upon us, it demands that we give 120% to the effort. In these circumstances, nothing can be taken for granted or accepted at face value. With each day we learn, processing and absorbing our surroundings, tasting all aspects of our new reality. Is this not an approach that would assist all of our endeavors, regardless of current comfort levels or our need for change?

If there is one constant … it is change. Regardless of our belief in this old adage, (which we may have formed at a very young age!), I think it is time for all of us to not only accept but to encourage change in our lives. The option to revert back to former ways is always available to us! How can one possibly understand and evaluate the potential in oneself without embracing the elements only available to us through change?

As a favorite quotation suggests, “Without a strategy and acceptance for change, we are destined for the same result.”

Personal Regards,

Keenan

INTERPERSONAL© is published by INTERPERSONALBIZ.COM, Keenan Longcor, Editor, ©2009. Duplication of this publication is permitted for both personal and business use. Excerpts may only be quoted with acknowledgment of INTERPERSONAL/INTERPERSONALBIZ.ORG as the source. For re-publication rights, please contact the editor at KEENAN@INTERPERSONALBIZ.COM